Product category:
Web design and development
News Release from: Vonage
Edited by the Marketingservicestalk Editorial
Team on 23 November 2007
Vonage recreates in-store shopping
online
Vonage UK, the pioneering low-cost internet phone company, has signed a deal with US chatCommerce expert inQ to create a high-quality in-store shopping experience online and boost sales.
It is the first time a fully integrated approach to 'click2chat' will be taken in the UK All aspects of the chatCommerce process will be managed under one roof by inQ: the software, optimisation services, web analytics and 'chat' agents
This will lead to more accountability for Vonage and a more responsive and efficient experience for online customers.
Click2chat technology has been around for a while but has been underutilised and largely the domain of the tech support and customer care environment.
It has never really lived up to its potential of recreating the qualities of an in-store shopping experience online - until now.
What will revolutionise the online purchase experience will be the sophisticated use of pro-active live online 'chats' with real Vonage representatives.
Certain visitors to the Vonage site will be identified by a set of predetermined rules (for example those who spend too long on a page or jump back and forth between two/three pages) and automatically contacted by a Vonage representative in the form of a 'chat' box.
The result for the Vonage customer will be a high-quality, personalised sales experience just as they would get in a shop.
Reactive 'chats' will also be available to Vonage website visitors via an ever-present embedded 'chat' button.
Vincent Potier, Marketing Director, Vonage UK, said: "At Vonage we pride ourselves on innovation and delivering excellence across online responsiveness, quality control and customer experience.
"So when we discovered fellow internet trailblazer inQ we seized the opportunity to bring their ground-breaking technology and approach to the UK.
"We believe the partnership will bring the human touch to our customers' experience, give them the assistance they need to make the right purchase and ultimately lead to a dramatic uplift in our sales.
"We are yet again leading the way with this fully integrated approach to chatCommerce and suspect many more will follow in our footsteps".
Bernard Louvat, CEO, inQ, said: "Our shared passion for innovation makes Vonage an exciting company to be partnering with in the UK.
"We look forward using our expertise to help Vonage leverage the online channel to increase sales and lower its cost per acquisition".
Vonage UK is a subsidiary of Vonage Holdings Corp, traded on the NYSE under the symbol VG.
Vonage is a pioneer in the internet phone industry.
In the UK, the award-winning Vonage service is sold on the Vonage UK website and through national retailers PC World, Currys, Currys Digital, Comet and Staples.
Last month Vonage announced it had appointed Profero Performance as its digital agency.
In addition, in October, Ambition Communications became its new PR agency signifying a new era in Vonage marketing activity.
inQ is the world leader in outsourced live chat solutions.
Its live chat solution humanises the online experience by engaging with targeted online shoppers and replicates a quality in-store experience.
By utilising state-of-the-art proprietary technology as well as trained and experienced online sales representatives, inQ offers solutions that are completely customised to meet its clients' specific needs and that can increase clients' overall online revenue as much as 30 per cent in 90 days.
inQ works with companies in the telecom, cable, retail, travel, media, and financial services industries.
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